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Business Profile

Logistics

XPO Logistics, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Logistics.

Complaints

This profile includes complaints for XPO Logistics, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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XPO Logistics, Inc. has 87 locations, listed below.

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    Customer Complaints Summary

    • 387 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      RXO damaged my stairs during a L owes delivery. They avoided repairing or communicating with me for 5 months, after we agreed on a settlement RXO mailed the check to the wrong address and won't reprint a new one. Ja son M** ***** refuses to answer his emails. I get one reply for every three i sent, his response time is about two weeks and he does not provide any answers. RXO doesn't even have a complaints department. This experience has been dragging on over 7 months and I can't believe Lowes would do business with a corporation as despicable as RXO.

      Business Response

      Date: 05/03/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

    • Initial Complaint

      Date:04/14/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I filed a claim with XRO Last Mile in ******** **, after they damaged my personal property on March 22, 2023. They delivered a couch purchased from ******. They rolled dolly that the couch was being moved on in my front yard and it dumped the couch onto my concrete bird bath and damaged several plants....much less the couch. I successfully returned the couch via ****** and another carrier, but XRO is responsible for the replacement of my bird bath they broke. I filed a claim, they responded that they outsourced the job and that the subcontractor had 7 days to respond and/or contact me. I have not been contacted and now RXO will not respond. When I initially filed the claim on 3/22 they requested quotes for replacement. I submitted two quotes on 3/24. It's now 4/13 and they have not responded or acted towards resolving the claim. RXO Claim #******

      Business Response

      Date: 04/17/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

    • Initial Complaint

      Date:04/10/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******* order #***********, Retailer Tracking #**********, RXO Tracking #******************. 5 appliances bought 1/14/23 from *******. 4 delivered by RXO Tues 2/7 = failure #1. Fridge not on truck, will call with update. Driver said “Hopefully it’s on another truck. We’ve had things stolen from the warehouse recently”. Given direct # for supervisor. Failure #2 – no one ever called/answered. RXO’s 800# said no fridge in my order & to call *******, who told RXO there WAS a fridge, tracking showed it at their warehouse since 1/18. RXO then claimed they had proof fridge was delivered but dropped claim when challenged. These lies = failure #3. Delivery rescheduled for 2 wks later & promised a call day before. 4th failure = no call, instead an email - delivery pushed to new date with no input from me. That date came & went. RXO admitted they couldn’t locate my $2000+ fridge – failure #5. Requested refund. Before it processed RXO scheduled delivery again - they DID have fridge & would deliver in 3 days. Refund cancelled. Failure #6 – again, no delivery. I lost count how many times RXO confirmed/claimed delivery couldn’t be completed. Every wk for a month when a date was cancelled, I was told delivery can only be made to my area on Thurs so I have to wait another full wk. (Delivery of 1st 4 appliances was on a Tues) Never any reason given. A month of reschedules = failure #7. Last wk new note said RXO was “waiting for item to arrive at local hub”. A “hard hold” was placed on my order & delivery can’t be scheduled until it’s removed. This is because the item is “unavailable”. No further explanation. This hold = failure #8. Nothing ******* can do –not even a timeline for removing the hold. Again requested refund. As of 4/6/23 no refund, no fridge & no idea when to expect either. No one in customer service or “resolution” depts ever call with an update as promised. Lack of follow up/no attempt whatsoever to resolve = failure #9 & FAILURE TO DELIVER FOR 3 MONTHS = FAILURE #10.

      Business Response

      Date: 04/21/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

      Customer Answer

      Date: 04/21/2023



      Complaint: ********



      I am rejecting this response because:

      This issue has already been escalated repeatedly, or so I've been told. Nothing has ever been accomplished through "escalation". This is not a resolution or even an attempt at one. 

      Since my original complaint, I received a call from RXO stating for the second time throughout this process that they could not locate the refrigerator. A resolution would be to admit fault to ******* so I can receive a refund instead of refusing to do so and preventing any progress. Meanwhile, I've been strung along for three months. I can't believe this company is still in business. 




      Sincerely,



      ****** ****** ****

      Business Response

      Date: 04/27/2023

      We have reached out to ******* to advise we do not have the fridge in our possession.  They will be reaching out to you to process a refund.

    • Initial Complaint

      Date:04/06/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 04/05/2023, xpo delivered a generator to my home. The driver parked at the end of my driveway, contacted my wife and told her he had no way of bringing the generator up the driveway to the home. He then persuaded my wife to back her personal vehicle up to the truck, load the generator in the back, and drive it up to our garage. He the slid the generator out of the back, dragging it across the bumper and removed paint in several spots. I contacted the company 04/06/2023 and was immediately told that there was nothing they could do but feel free to send an email and he'll pass it up the chain. We will do this but feel already that this is going to be a negative waste of time and would like some assistance to just simply get the vehicle repaired. The spots on the bumper match up with the plastic banding running around the packaging and the vehicle is 2 months old and tried to explain that but he didn't seem to care. Besides and above all, their driver chose to put the generator in my wife's vehicle. It was his idea and quite frankly a poor one. All we need is the vehicle fixed. Thank you

      Business Response

      Date: 04/17/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

      Customer Answer

      Date: 04/17/2023



      Complaint: ********



      I am rejecting this response because:

      It is more if the same run around responses I have received from the beginning. When I have real reason to believe that this company will make it right, I will at that time accept responses. Until then, I suspect that they will try to wait me out in hopes that I will give up and go away. Respectfully, I will not.



      Sincerely,



      **** *******

      Business Response

      Date: 05/01/2023

      We are escalating to our Director of Customer Care for a response.

      Customer Answer

      Date: 05/01/2023



      Complaint: ********



      I am rejecting this response because:

      This is a deliberate run around. Contact information for insurance is not this difficult. I will not be satisfied until I have the insurance information that is in every single truck as required by law. 



      Sincerely,



      **** *******

    • Initial Complaint

      Date:04/05/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      delivery associates did not do what i paid for. they were suppose to unhook my washer, then install my new washer include hooking hoses back up, instead they took one look at my washer and stated they wont do that service they left. the next morning i called to reschedule my delivery and was told my order was cancelled and refunded to my credit card.

      Business Response

      Date: 04/06/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.

      We are not able to locate your order using any of the
      information from your complaint. Would you by chance have a RXO tracking number
      or retailer reference number that can be used to locate the order?  Or perhaps the order is under a different
      name and phone number? 

    • Initial Complaint

      Date:04/05/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/1/22 we purchased kitchen appliances from ************ They had XPO Logistics deliver and install. On 12/4/22, two men arrived with our appliances. They were unprepared to install having no tools. They attempted to install the new dishwasher, borrowing my tools. They seem confused and not sure how to install. After several hours they were able to 'instal' the dishwasher. After leaving, I started the dishwasher and discovered a heavy water leak under the kitchen sink, where they had been working. At this point it was after 5 pm and I was unable to reach ******* or XPO. I had a professional plumber come out and stop the leak and repair the line they damaged. I paid the plumber 199.00 cash. He had to order an additional part to correct the hose that was incorrectly attached and returned on 12/5/22 to install that. I paid another 199.00 cash. There was also damage to our cabinets.

      I made several attempts to phone both ******* and XPO those following days due to the incorrect install of the dishwasher. I was given a claim number and submitted my receipts from the plumber on 12/28/22, speaking to "Maria".

      A few days later, the dishwasher stopped working altogether (no power). I called ******* again and demanded a professional installer correct. They sent a repairman out on 12/31/22, who documented that the original install by XPO was incorrect at the junction box. The repair tech rewired and corrected the machine.

      It's been a total nightmare experience.

      I have attempted to contact ******* multiple times to receive a reimbursement for our out of pocket expenses for the plumber, but received no follow through. I phoned on 12/6/22, 12/15/22, 12/28/22, 1/13/23, 1/26/23, 3/6/23, 3/28/23 and 4/3/23. I submitted photos of damage and receipts on two separate occasions, was given two different ticket numbers and told several times it was being escalated. On at least 3 occasions my call was dropped and I also was told I would receive email updates, which I never did.

      Business Response

      Date: 04/06/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

      Customer Answer

      Date: 04/12/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and appreciate your attention in this matter. We are patiently awaiting reimbursement to finally resolve this matter.



      Sincerely,



      ******** ******

    • Initial Complaint

      Date:04/03/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have ordered a refrigerator for delivery with RXO. The company has cancelled shipment after being home on the day of delivery 2x. They are holding our $ 10,000 fridge and need to deliver it, but will not. I have spoken to 8 solution specialists, 10 representatives and cannot get our refrigerator

      Business Response

      Date: 04/06/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better
      Business Bureau; and have every desire to address your needs and provide the
      best solution available.
      Our records indicate that your order was delivered on 4/4/23. Please advise if you still require our
      assistance with this matter.

    • Initial Complaint

      Date:03/29/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a private party who shipped a crate of used tools from ********** to ******** in late December 2022. The largest item shipped was a ****** table saw that weighed under 100 pounds. Other tools included a small drill, palm sander and a few other similar items. All items were crated in a 48 x 40 inch wood pallet and a box of 1 x 1 corners and 5/8 inch osb was used as sides and a top. While we did not have the ability to weigh the total of the crate each piece was weighed separately and documented. Total was just under 240 pounds but I rounded up to 240. My brother in law and his 60 year old mother loaded it into his truck and he took it to the shipper in **. I picked it up in ******** a week later and my 11 year old son slid it across my sprayed in bed liner by himself. A few days later I got an additional bill for $515 dollars. I called the company who booked the shipment, ************* and was told it was because it was exactly 300 pounds less than the actual weight determined by XPO after the crate was dropped off and he had left. They cahrged 515 dollars for the alleged additional weight. I was not told it was overweight until after I had picked it up. I filed an appeal and that was sent to xpo who denied it without even a conversation. I am now left with a bill that I cannot dispute. Had I been told it was more than double our estimated weight and would cost 900 dollars to ship I would have canceled. Apparently I have no more options to contest this bill. First there is no way that our estimated weight was 300 pounds exactly under what they claimed. This is a shady business practice and if you are not a large business shipping freight be very aware of bait and switch with XPO logistics who will simply bill the card on file with no notice. I am considering legal action to reclaim my over charge as I did provide them with documented weights of each item I shipped but after 3 months was told by ************* that xpo denied the claim.

      Business Response

      Date: 04/03/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

    • Initial Complaint

      Date:03/27/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 22nd, we shipped two pallets from ******, zip code *****, to *******, zip code *****. The PRO number is 1*******2. We paid $502.57 in total. However, our customer only received one pallet on February 28th. After contacting XPO Logistics service center, we were advised to reach out to XPO Logistics' ******* terminal. An agent named Cary in ******* informed us that the missing pallet had not yet been scanned and they were unable to locate it. She suggested that we wait for a while, so we waited for two days, but there were no updates.

      The pallet included 100 units of ******* *** ****** ***** ***** *************** ****** ***** ********* *** ************. We then provided pictures of the pallet and the shipping items, and the XPO agent assisted us in submitting an APB to find the pallet. During this time, we were required to provide a video of the pallet pickup since the agent thought we had only shipped one pallet instead of two. I attached the pictures for the pallet pick up below for your reference. You can see the driver put the first pallet to the trailer and went back to get the second pallet. I cannot upload the video here so if you need it, please let me know.

      We called the XPO Logistics service center for a month to inquire about updates, but each time we were told that there were no updates and asked to wait. Therefore, we attempted to contact other XPO terminals for assistance. Other agents informed us that the missing pallet had been scanned in ******* and was out for delivery, which was the last update, but the ******* agents had not informed us. Upon relaying this information to the ******* agent, she requested us to submit the serial numbers for the items inside the pallet and wait for further instructions. Until now, we are still waiting instead of providing any useful solutions.

      Customer Answer

      Date: 03/27/2023

       

      On February 22nd, we shipped two pallets from ******, zip code *****, to *******, zip code *****. The PRO number is 1*******2, and we paid $502.57 for shipping. The pallet included 100 units of ******* *** ****** ***** ***** *************** ****** ***** ********* *** ************* The total value of the pallet is $80,000. However, our customer only received one pallet on February 28th. After contacting XPO Logistics service center, we were advised to reach out to XPO Logistics' ******* terminal. An agent named Cary in ******* informed us that the missing pallet had not yet been scanned, and they were unable to locate it. She suggested that we wait for a while. We waited for two days, but there were no updates.

       

      We then provided pictures of the pallet and the shipping items, and the XPO agent assisted us in submitting an APB to find the pallet. During this time, we were required to provide a video of the pallet pickup since the agent thought we had only shipped one pallet instead of two. I have attached the video for pickup and pictures of the pallet below for your reference. In the 59-second of the video, you can see the driver put the first pallet to the trailer and went back to get the second pallet.

       

      We called the XPO Logistics service center for a month to inquire about updates, but each time we were told that there were no updates and asked to wait. Therefore, we attempted to contact other XPO terminals for assistance. Other agents informed us that the missing pallet had been scanned in ******* and was out for delivery, which was the last update, but the ******* agents had not informed us. Upon relaying this information to the ******* agent, she requested that we submit the serial numbers for the items inside the pallet and wait for further instructions. Until now, we are still waiting instead of being provided with any useful solutions.

       

      Business Response

      Date: 03/28/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to our LTL Department to address; we will work towards a resolution. 

    • Initial Complaint

      Date:03/23/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a fridge through ******* and they unfortunately shipped it to RXO for delivery. I scheduled a delivery with them and then the day before they texted saying that I have to reschedule my delivery essentially due to their error. Why would they schedule deliveries in the first place if they are just going to overbook it. Now my delivery is scheduled to arrive a week late but since their schedule doesn't mean anything there's no guarantee. Unprofessional and senseless business practices.

      Business Response

      Date: 03/24/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

    XPO Logistics, Inc. is NOT a BBB Accredited Business.

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